Ref.: 214500749 | 2021-08-24 11:31:59
1st Line Technical Support Analyst
Town: | County: Hampshire | Country: United Kingdom
Description: We are looking for an experienced 1st Line Technical Support Analyst to work on our client’s Service Desk in Southampton.
About the Hours
The role of 1st Line Technical Support Analyst involves providing cover 24/7 on shift patterns. Shifts are based on 4 days on 4 days off and are 12 hours (11 worked with 1 hour of breaks). he first two days will be a shift patten of 6am-6pm, followed by two days of 9am-9pm. In addition, you will be expected to cover nights via a swing shift (7pm to 7am) when required. Please only apply if you are willing and able to work these hours.
About the Company
Our client is an innovative British financial technology company and is on a mission to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of point of sale, payment and loyalty solutions in the retail and forecourt markets. They provide a range of products and solutions to its customers which help them to increase profits through increasing basket size, customer loyalty and footfall; serving customers more efficiently and cost-effectively. It currently designs, builds, installs and supports systems in 5,700 retail sites – processing over 15 billion transactions each year through its data centres.
The Company is in the simplicity business and they are building a team, who look at the world a little differently. People that look at the needlessly complicated and say ‘that’s nuts’. Folks that are bold enough to challenge convention. And brilliant enough to actually change it.
About the Role
As a 1st Line Technical Support Analyst, you are the first point of contact for all calls. It is your responsibility to:
Ensure that calls are answered within the KPIs
Log issues both by email and telephone and B2B for all customers
Follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site
Where possible, take call to resolution within agreed SLAs
As 1st Line Technical Support Analyst you will be:
Responsible for escalating issues according to the company escalation process and ensuring the right people are aware of any issues that need attention
Logging and updating all calls on the call management system (Colibri) and ensure that the call management systems are up to date with all necessary relevant information
Provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes. This includes providing Technical support for both Company engineers and third party engineers on site and escalating to 2nd Line when necessary
Represent the Company in a professional manner when discussing issues with the customer and in some cases third party companies ensuring you leave them confident in your ability to provide the support required
Notify specific management and the Customer management teams via email using the agreed escalation procedure for all high-level issues, with regular updates when requested (or necessary) as per procedure
Ensure that all system alerts are dealt with in a proactive manner and will be expected to provide support to the Operations Team & Service Desk Administrator when necessary.
Assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed, and installations double checked at all times
The essential knowledge, skills and experience required for the role of 1st Line Technical Support Analyst are:
Good oral and written communication skills
NVQ1/GCSEs and above (or equivalent) in key competencies
Excellent Customer Service Skills
Problem analysis/problem solving
Attention to detail
Working in a very pressurized environment
Understanding of SLAs and KPIs
You should apply for the role of 1st Line Technical Support Analyst if you:
Care deeply about by applying technology and processes to deliver smarter solutions
Are a reliable and structured professional and excel in a flat team structure where trust and integrity is the key foundation for everything, we do
Are comfortable using a direct language and speaking in a straightforward yet respectful manner to save peoples´ time and simplify everyone´s workday.
Love rolling up your sleeves to get it done
Get excited by what the Company does
What's in it for you?
The chance to make a real impact in a business intent on changing the face of the retail sector (and thus the end customer experience)
A flat and collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself
A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company´s future is being shaped. They look for the brightest and smartest who tell them what to do
Competitive salary of £10.00 per hour, plus benefits
Coffee served fresh from ground beans every day
How to Apply
Please note that eRecruitSmart is advertising on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.
You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.
We look forward to hearing from you!
Technology, 1st line support, helpdesk, analyst
Salary Type: Hour
Salary: £10/hour Excellent Benefits
Permanent | Full Time
Benefits: Excellent Benefits
Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work.
He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!